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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi Everyone,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>We have a Request Tracker set up with over 20 queues. Those
who can log into Request Tracker can “see” the queues and view
tickets in any queue; however, folks generally work on tickets within their
particular queue. Also, those who have permission, can update tickets
accordingly in the queue they are assigned.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>We have a request from one of our users to have their queue
set up in such a way, so no one can “see” their queue, except those
who are responsible for their queue. We have a situation where by our IS department
uses 13 queues for the various function areas, and the users of these queues
have the right to view tickets in any of the IS queues and freely move tickets
between the IS queues. Therefore, they need to see other queues in order to
perform their job functions. Sometimes a ticket, though rarely, is directed to
other company queues, for example, power requests to our facilities deprtment.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Is there a way to set things up so the new queue is
invisible to our other users, but we still can retain the functionality we have
today?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>One solution was to allow all IS groups to access each of
the IS queues, unfortunately, it has an undesirable affect of displaying all
the IS queues under the “newest unowned ticket” area on the “RT
at a glance” display. Our queue managers only want to see tickets which
belong to their particular queue on this display. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Another solution, though undesirable, is to set up a separate
Request Tracker environment for this group. This has a few issues:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<ol style='margin-top:0in' start=1 type=1>
<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>The expense to set up and
maintain a separate Request Tracker environment.<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>The volume of tickets is
expected to be less than 20 tickets per week.<o:p></o:p></span></font></li>
</ol>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>If anyone has another idea that would not be too nasty to
implement, please let me know.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Any ideas would be most welcome.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Nick<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:7.5pt;font-family:Arial;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'>Nick
Metrowsky</span></font></b><b><font size=1><span style='font-size:8.0pt;
font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'>Consulting
System Administrator</span></font></b><b><font size=1><span style='font-size:
8.0pt;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'>303-684-4785
Office</span></font></b><b><font size=1><span style='font-size:8.0pt;
font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'>303-684-4100
Fax</span></font></b><b><font size=1><span style='font-size:8.0pt;font-weight:
bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'><a
href="mailto:nmetrowsky@digitalglobe.com"><font size=1><span style='font-size:
7.5pt'>nmetrowsky@digitalglobe.com</span></font></a></span></font></b><b><font
size=1><span style='font-size:8.0pt;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:7.5pt;font-family:Arial;font-weight:bold'>DigitalGlobe
®, An Imaging and Information Company</span></font></b><o:p></o:p></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'><a
href="http://www.digitalglobe.com"><font size=1><span style='font-size:7.5pt'>http://www.digitalglobe.com</span></font></a></span></font></b><o:p></o:p></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:7.5pt;font-family:Arial;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
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